Tag: customer service

As an agency you are probably used to brands bringing you in and asking you to direct a lot of effort into a campaign and strategy focused on a new consumer market ortarget audience but what would you do if they told you to figure out why their current customers aren’t sticking around? And then build a campaign around that?

Let’s face it, at some point in time your company is going to make a mistake, and I guarantee that won’t be the one thing that ends it all. However, how your team handles that mistake will determine what happens next.

A customer service department run by chatbots, never-ending phone calls, unanswered emails, and employees who constantly have to ask what they can or can’t do is not going to cut it.

A customer success team that is equipt with the information and tools needed to understand the customer and answer questions, who are encouraged to problem solve and create connections is what you need.

Social media has made a very permanent place in our everyday life, marketing strategies, and budgets so it’s essential that we don’t feel led on or have unrealistic expectations of what can happen when we take our marketing efforts to a social platform.

The first step in deciding what to do with an online troll is being able to identify them correctly. Many businesses use social media as another way to connect with consumers and field customer service needs. Which means complaints might get posted on your Facebook Wall and just because a customer is unhappy does not make them a troll.

The future of social apps is in messaging. When you think about the announcement from Snapchat, regarding their shift to become an all-inclusive communication app to the eruption of dating apps like Bumble and Tinder it is clear we are using our mobile devices to communicate, but it’s not with a phone number, and it can’t always be seen in a Newsfeed, it is however through messaging. Continue reading “What Messaging Apps Are Telling Marketers”